Job ID | 2024-26561 | Category | Quality Assurance | Location | US-OH-Cincinnati |
DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.
DMI, LLC is seeking a Customer Service Quality Assurance Analyst.
Our Managed Services business needs a Customer Service Quality Assurance Analyst to join our staff. This role ensures that all customer interactions meet company and customer standards. This means that they review calls, chats, and tickets to discover issues and use the quality assurance compliance program to address gaps in agents' skillset and coach them to improve. Call center Quality Assurance Analysts also compile issues and recommendations to leadership monthly for where strengths and opportunities may fall. Within their feedback, the QA team will support recommended upskilling training related to customer service and technical skills. The Quality Assurance Analyst will also prepare and/or update existing guidelines to ensure customer interactions are at their desired quality level. This analyst needs strong communication skills, is comfortable delivering and receiving feedback, and works with agents to meet monthly metric scores. This individual will need to be able to have state and local clearance.
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Location: On Site Cincinnati
Working at DMI
DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:
Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company. The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination based on their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.
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Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.
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